In this role, you would be responsible for:

Training Delivery & Facilitation

• Conducting training sessions for Customer Care Representatives (CCRs) and support teams according to the training calendar on M-KOPA's products, processes, systems, customer handling, and soft skills
• Supporting new hire readiness by enabling onboarding through structured induction, role-specific training, and certification to ensure agents are ready to go live confidently
• Facilitating engaging sessions that make complex information accessible and memorable

Training Needs Analysis & Performance Support

• Identifying training needs by assessing skill gaps and training requirements through QA feedback, Team Leader insights, quiz results, and performance trends
• Translating findings into targeted learning interventions that address root causes of performance gaps
• Providing coaching support by partnering with Team Leaders and Quality Assurance to reinforce learning through coaching plans, refresher sessions, and targeted upskilling for underperforming areas

Content Development & Knowledge Management

• Developing training materials including training guides, job aids, assessments, and facilitation plans to support new products, process changes, and service improvements
• Creating content that is clear, practical, and immediately applicable to agent workflows
• Maintaining learning resources to ensure training content remains accurate, accessible, and aligned to current SOPs, tools, and customer policies across in-house and BPO teams
• Continuously improving materials based on feedback and performance outcomes

Assessment, Certification & Reporting

• Administering monthly assessments by developing questions and managing end-to-end quiz administration for all Customer Care teams, ensuring participation, timely completion, and retakes where required
• Tracking training effectiveness by monitoring training outcomes and reporting on attendance, scores, certification readiness, and capability gaps to inform continuous improvement
• Using assessment data to identify learning opportunities and measure impact

Stakeholder Partnership & Change Enablement

• Supporting change management by serving as a liaison between Customer Care and cross-functional teams (e.g., Product/Tech, Projects, Sales), translating changes into clear learning content and readiness activities
• Enabling BPO alignment by supporting BPO teams through delivering/rolling out training updates, ensuring consistent knowledge and service standards across partners
• Partnering with stakeholders to ensure training aligns with business priorities and operational needs

Team Engagement & Learning Culture

• Promoting continuous learning by fostering a positive and supportive learning environment that strengthens engagement, motivation, and retention of key knowledge and skills
• Creating training experiences that agents genuinely enjoy and remember
• Building a culture where learning is valued and celebrated
• This is a training and development role based in Nairobi, Kenya. If successful, you would be reporting to the Senior Training Lead.

Essential Experience

• Minimum 2 years' experience training call center or customer support agents
• Prior experience as a Customer Care Representative is an added advantage
• Solid understanding of customer support operations, common contact center KPIs, quality assurance practices, and customer service workflows
• Demonstrated ability to develop clear, practical training materials (guides, job aids, assessments) for products, processes, and systems
• Confidence coaching individuals and groups, providing structured feedback, and partnering with Team Leaders and QAs to improve performance
• Fluency in English (written and verbal)

Education

• Bachelor's degree in Education, Training & Development, Human Resources, or a related field

Core Competencies

• Communication Mastery: Excellent verbal and written communication skills with the ability to simplify complex information for different audiences
• Analytical & Problem-Solving: Ability to interpret performance insights and identify root causes of knowledge/skill gaps
• Instructional Skills: Strong facilitation capability and knowledge of training best practices (adult learning principles)
• Tool Proficiency: Proficiency in CRM tools and Microsoft Office Suite; comfortable learning new systems quickly
• Collaboration & Stakeholder Management: Ability to work cross-functionally and support change rollouts with clear, timely learning communications
• Attention to Detail & Time Management: Strong organization skills to manage training calendars, assessments, and multiple audiences
• Customer Centricity: Commitment to improving customer outcomes through capability building and consistent service standards
• Presentation skills that engage and hold attention
• Ability to design assessments that accurately measure learning
• Experience working with BPO partners or distributed teams is an advantage
• Passion for developing people and seeing them succeed

What Sets You Apart

• You genuinely enjoy teaching and seeing people improve
• You can take complex processes and make them simple and memorable
• You're data-driven but human-centered—you use performance metrics to identify needs but design learning experiences that connect with people
• You're comfortable in front of a room and can adapt your facilitation style to different audiences
• You see training not as a one-time event but as part of a continuous learning journey
• You're organized enough to manage multiple training calendars, assessments, and stakeholder requests without dropping balls